First, I will tell you that no one will take better care of your car, in general. These guys are trained on just your line of car and are familiar with common complaints and problems. Even the service writers are better at understanding the problem and/or service you are requesting, making getting a loaner car more of an automatic response when they know it will be a while for your car. Aww yes, the dealership — or its other common name the "stealership."

Let's start with the basic operation.

The primary function of a dealership is to ensure customer satisfaction through maintaining and resolving issues with new cars under warranty. However, the warranty process in itself is the root of a lot of dealership problems. Basically, the manufacturer gives the dealership an "open checkbook" to perform warranty repairs. The technician must show that the warrantied repair was caused by a defect in workmanship on the vehicle, and not customer fault.

Now, the tech will most likley write a story on the repair order, for a vehicle under warranty, that shows a "defect in workmanship" in order to get paid and have no issues with the customer. You have to understand that dealer mechanics get paid by the job, and not by the hour. So, the fastest route to getting paid, without issue, is his/her goal. Here comes problem number one for the customer. A dealership tech only gets paid "warranty time" for a warranty repair.

This time is set by the manufacturer, and is generally 50% less than standard "book time". The reason the manufacturer pays less is, they assume their techs should know the product better, therefore they should be able to perform the repair faster. The tech sees this, "I just got screwed on another warranty repair", so his secondary function is to find an excuse to make it the customers fault, making it "customer pay" time. "Customer pay" time is back to that general labor guide that pays the tech twice as much.

In turn the dealership also makes twice as much. I will say that half the time it is the customers/abuse that causes defects, while the other half is at no fault to the customer. If you know you did not cause this, then you need to fight. I will elaborate on that toward the end. Generally, if it is a small repair the tech will hit warranty to get you out, if its a big job he may try to blame you, to get paid more, that he feels it is worth for that job. Again, it is this system of pay that is the core of dealership issues. Another factor is the fact that the manufacturer recieves the warranty parts back, they study and disect that part, and if they decide that the part was broken by the customer and not a defect they charge the dealership back for parts and repair.

If this happens too often, they send an audit team to the dealership to review all past repair orders, and debit back what they feel is incorrect. I have seen this audit cost the dealer a million dollars, and on average $100,000. When this is happening or is going to happen, then the whole dealership is now working against you, to avoid any warranty repair.

The make up of techs at a dealer is also hit or miss. They generally have one master tech, who has been there for 10 years or more, then 3 or 4 guys with 2-5 years experience (also good guys), then 2-5 guys with less than 2 years that are constantly being fired and replaced. When you come in, the writer accepts your car, it is then sent to a dispatcher, who then dispatches your car to the first available tech. This may be the kid they just hired. He may very well service your car, but he may miss many other things. He also may believe he has fixed your car, but due to lack of experience with the product, he has missed some important steps. Your car leaves, the problem returns or a new one develops. Now, when you return upset and your car in ruin, what do they do.. return the car right back to the same kid.

This vehicle is now his "come back" and no one else will touch it. Now we are training this kid by messing up your car, via trial and error. The best thing you can do is request the master tech or anyone with 2 or more years experience. Ask to meet the tech, see for yourself and ask him directly. They will be "upset" or "annoyed", but this is your 30 thousand plus dollars, you have the right.

Now, if you know you are being blamed for a factory defect in the car.. FIGHT. Fighting the dealership may take time, but in the end 99% of the time you will win. Here is a good example, we had a car come in with a blown engine, the nitrous kit was still in the car, so of course they denied warranty. The kid left his car and asked for proof that he was spraying nitrous when the fault took place.

Of course, there's no way to prove that without a lab expert on nitrous problems in combustion engines. They still said no, and refused to work on the car. The kid got a lawyer and brought him in, after a few days of talking the dealer gave in, and gave him his motor. Why, well, the manufacturer does not want their name in court. Its that simple. Now, I showed you an example of someone getting over, when it was his fault, but the point is FIGHT IT and you will win a majority of the time.

Another quick note: Dealership standard labor rates are higher than a regular shop rate, generally for the precision in repair you should be offered there. Now, we know this is not always the case.

In the end, I say you can generally have the best experience at the dealer, but when things go wrong I hoped I helped you understand why.